The core ZocDoc value that defines our company and the work we do is Patients First. For the Service Team, providing this exceptional and magical experience is what makes us tick. We want to keep the organization running smoothly, but we also want to make people smile!

So how do we make this happen? There are three basic principles that guide us as a team and ensure our service is the best it can be. Today I’ll tackle the first principle: every person is the most important person!

Whether it’s a ZocDoc doctor, a patient, or a prospective hire, everybody is special to us. Our hope is that everyone who interacts with our team ends up feeling like they’ve made a new friend.

I’m often reminded of my teammate Cheryl’s motto, “We love to chat.” It’s true! We don’t time our calls or pressure team-members to wrap things up. We’re a diverse team with diverse interests – from opera to beer-brewing to crafting (my teammate Emily actually owns this book). This means we find ourselves having some pretty intriguing conversations. Just the other day, I learned how to say “I love ZocDoc,” in Romanian from an office manager. That’s fun and useful!

On a side note, a recent study demonstrated that nearly 60 percent of customers would recommend a company due to outstanding service. That makes it more important than the price, or even the quality of the product. What does this mean to us? Delivering a stellar experience isn’t just the right thing to do. It’s what keeps our users coming back.

I’ll be sure to keep you in the loop on more ways we deliver magical experiences – check back soon for the second principle of ZocDoc service!

Matt has been a member of the ZocDoc team since the summer of 2010, which means he’s seen a lot of changes to Ops and to ZocDoc! He is dedicated to the growth and education of his team, which leads to happier patients and doctors! A graduate of NYU, Matt is a big theater fan… and is admired ZocDoc-wide for his awesome bowtie collection.